Friendlies High Wycombe: a health journey

Friendlies High Wycombe

Friendlies High Wycombe, Kalamunda Rd, High Wycombe, WA, is one of the five finalists in the Guild’s Pharmacy of the Year.

Team effort, training and a lot of patience lie behind the transition of Friendlies High Wycombe pharmacy in WA to a service-centric pharmacy, the team behind the pharmacy says.

Proprietor Noel Fosbery says in particular the use of quality training and engaging all the team directly is an essential element behind the delivery of services that the customer values.

“You need to start with the team you want to deliver the service, arrange them in a management structure where everybody understands their role and then give them the training and tools to carry out the tasks required,” he says.

“We have invested a great deal of time, money and energy in training our team to be confident in delivering a growing number of health services. Providing a suite of professional services starts with having well-qualified staff.

“We have already seen some wonderful results for our efforts but we have a sense that this is just the beginning of a long and fruitful journey.

“Once our customers start on a health journey with us we find that our relationship with them changes from a price-focused transactional exchange to a trusting health partnership.

“This has inspired us to plan further expansion to the professional services we offer and has given us a conviction that our community pharmacy can differentiate and grow over coming years.”

The pharmacy’s innovative approach is reflected in it being a focal point in the creation of the new model under which Friendlies had partnered with Australia’s fourth largest health insurer, HBF.

“Our partnership with HBF offers a new funding model for pharmacy services in Australia. This partnership is an amazing ‘win, win, win’ situation,” he says.

“The client wins by getting better value from their health fund and, more importantly, by improving their health and wellbeing. HBF wins by reducing claims in the longer term because their clients are healthier.

“And we win through increased sales from health services, repeat business and new customers. Not to mention the incredible satisfaction of helping people improve their health journey.”

Fosbery says he and his team have a vision to create a modern health-focused pharmacy, recognised as an alternative health advisor by the local community.

An important part of the pharmacy’s engagement process was keeping clients and the community informed.

“We email our customers regularly with relevant health information and associated retail offerings.”

Community engagement also plays major role and the pharmacy has relationships with local business, the RSL, schools, sports groups and a range of other community organisations.

Moving ahead, Fosbery says 2016 will be challenging as the pharmacy planned to introduce a wider range of professional services.

“I think our greatest challenge will be the logistics of implementing the raft of new services that we will be able to offer the public in 2016. In particular we will be implementing a new diabetes management system which will enable us to make a huge difference to this most common of disease states,” he says.

“We also expect to double our flu vaccinations in 2016. This is because, although very successful, 2015 was our first year and we tried not to push the service too much in an effort to ensure that we could get the personnel and systems right.

“The gloves are off in 2016!”

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